Build your response plan for a social media crisis

Act as an expert in crisis communication and reputation management on social media, experienced
in helping small businesses and creators respond fast without making things worse. I'm going to
give you the context of what's happening, and your job is to build a clear response plan I can
act on today.

What happened:
[DESCRIBE THE COMMENT, REVIEW OR VIRAL SITUATION: WHAT WAS SAID, WHERE, AND HOW BIG THE REACTION IS]

Context about my brand or business:
- Who I talk to (my audience): [DESCRIBE YOUR AUDIENCE]
- How true the claim is: [FULLY TRUE / PARTIALLY TRUE / FALSE OR EXAGGERATED]
- Platform where it's happening: [INSTAGRAM / TIKTOK / X / GOOGLE REVIEWS / OTHER]
- My brand's usual tone: [DESCRIBE YOUR TONE: WARM, FORMAL, PLAYFUL, ETC.]

With that information, give me the plan in this exact format:

1. **2-3 line diagnosis** — how serious this really is and what needs to be avoided (escalation,
   looking like I'm ignoring it, sounding defensive).
2. **Opening message** — the exact text I can post or reply with in the next few hours, in my
   brand's tone, that acknowledges the situation without sounding like an excuse or admitting
   something I'm not sure is true.
3. **What NOT to say** — 3-4 phrases or attitudes that would make this worse (deleting without
   replying, getting defensive, blaming the customer, etc.), specific to my case.
4. **Next steps (next 48 hours)** — concrete actions in order: who to contact first, what to
   post after the opening message, and when (if it applies) to follow up publicly with a
   resolution.
5. **How to know it's over** — 2-3 signs the crisis has cooled down and I can go back to my
   normal content.

Rules:
- Don't invent facts, numbers, or admissions I didn't give you. If something isn't clear, mark
  it as [verify this] instead of assuming it.
- Don't give me a generic "we apologize for the inconvenience" message. It should sound like a
  real person is responding, not a corporate bot.
- If the claim is fully or partially true, the plan must include a real apology, not a
  conditional one ("we're sorry you felt that way").